Player Support - Tier 1

Role Summary

SIDE is looking for Player Support Agents to join a high-profile gaming support programme.

This role is ideal for someone who enjoys helping players, solving support issues, and delivering clear written support in a fast-moving player support environment. You will support players through structured workflows, knowledge base guidance, and defined escalation routes.

You will receive onboarding, training, coaching, and quality feedback to help you build confidence before moving into live support.

Responsibilities

• Respond to player support contacts through approved support channels.
• Resolve common account, gameplay, technical, and support-related issues using approved guidance.
• Use knowledge base articles, workflows, and support policies to provide accurate responses.
• Log case details, categories, actions, and resolution notes clearly.
• Escalate complex or out-of-scope issues to the correct support tier.
• Follow client policies, security requirements, and support standards.
• Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience.

Requirements

• Strong written communication skills.
• Good attention to detail and accuracy.
• Ability to follow process, policy, and knowledge base guidance.
• A calm and professional approach to player contact.
• Confidence using support tools, ticketing systems, and internal documentation.
• Interest in games, online communities, and player experience.
• Flexibility to work across assigned shifts where required.

Keys For Success

• Deliver accurate, empathetic, and consistent player support.
• Know when to resolve and when to escalate.
• Keep case notes clear and complete.
• Stay open to coaching and quality feedback.
• Build role confidence through training, workflow practice, and readiness checks.

About the Company

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

Experience our side of life. For more information, visit www.side.inc.